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Complaint Details
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Initial Complaint
07/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Shoddy work for the price paid. Ran condensate lines thru ceiling over the mechanical closet, thru the attic to the ceiling over the washer and dryer, Went down the wall to the washer and dryer drain Did not seal the outside line set of the ***** Gaping hole where the thermostat is. Damaged flooring in the mechanical closet. Finally got them to fix most of the concerns. Flooring is still not fixed, has been o over a month since they left the first time.
Business response
08/02/2024
Dear **************,
I am extremely disappointed to hear we have failed to satisfy one of our clients.One hundred percent customer satisfaction is our number one goal. On June 20, 2024,Summers Plumbing Heating and Cooling Installed a new Heat Pump and Air Handler system at ************************* residence located in Bloomington IN. After ************** had brought concerns to our attention regarding the craftsmanship of our installation we returned on July 01, 2024, to run the drain line a different route and seal the line set termination outside of his home that was neglected to be sealed at time of installation.
As far as the damaged vinyl floor, ************** is wants us to replace the entire utility room floor when the damaged area is in a closet behind a closed door off the utility room next to the Air Handler we replaced. During the installation, our team started to drill a hole to run new refrigerant line and hit a joist. We replaced the piece of wood and flooring and moved approximately 1 1/5 over to miss the joist and redrilled the hole. Please see attached picture. We agree our team did a poor job of fixing this, however we feel this can easily be fixed if the customer would allow us. The damaged area can be covered with a metal or wood cover and not be noticeable.
After reviewing pictures of the damaged floor and talking with our General Manager and Service Manager who has been to the home. I feel the damaged floor in a closet off the utility room and not visible without opening the door should not require Summers PHC to pay over $2,000.00 to replace the entire floor. The floor is outdated and no longer available. We have offered to install a small metal or wood cover around our line set that would cover the damaged area.Summers PHC would be happy to complete this repair if allowed or we would be willing to refund ************** an additional $500 that can help with updating his utility room flooring if he wishes to replace his entire floor. Please let me know if you have any additional concerns or questions.Customer response
08/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,*******************;
*************************Customer response
08/02/2024
This flooring is only about 2 and half years old. There is no threshold any where.Initial Complaint
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Called company 3 x was charged 1300 dollars and AC still does not work they say it is plumbing issues called another company problem is not plumbing not duct workBusiness response
07/02/2024
Dear, **************,
I have attached our letter of response to ***************** BBB Complaint. My apologies for the delayed response and as always please let me know if you have any further questions or you need additional information.
Thanks,
****
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.